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Carpigiani-USA Raises the Bar for Customer Service with Avaya IPOffice

02-17-2004
  • Uses communications to make employees more accessible to customers while dramatically reducing service and support costs

When Carpigiani-USA wanted to raise the bar for customer service in the highly competitive frozen dessert industry, the company decided to start by transforming its communications network.

When Carpigiani-USA wanted to raise the bar for customer service in the highly competitive frozen dessert industry, the company decided to start by transforming its communications network. A solution from Avaya (NYSE:AV), a leading global provider of communications networks and services for businesses, is now making Carpigiani's staff more accessible to customers, while dramatically reducing the company's service and support costs.

Headquartered in Winston-Salem, N.C., Carpigiani is a leading provider of ice cream equipment and markets its products to restaurants, frozen dessert companies and industry-leading fast-food chains that demand ready access to the company when problems arise. With a new Avaya IP Office solution, a high-performance telephony and data server specifically designed for small- to mid-sized firms, Carpigiani delivers on those customer expectations. The company is doing so by extending the hours its customer service team is available for customer calls - without tying technicians to the office.

With help from Avaya's BusinessPartner Convergent Technologies Inc., Carpigiani used Avaya IP Office compact business center applications to establish a new contact center that is staffed by its customer service technicians from 8 a.m. to 8 p.m. Eastern, seven days a week. When customers call for service outside of normal business hours, an auto-attendant function gives them the option of being automatically routed to the technician on call. As a result, Carpigiani's customers now have direct access to technical support whenever they need it.

"With IP Office we've added four additional hours of coverage and have extended our accessibility by 50% - without the inconvenience and expense of having to ask our team to be on site for 12 hours a day," said Jim Hall, president of Carpigiani-USA. "We're getting great compliments from customers about the change."

Costly, on-site service calls have declined by an estimated 10 to 15 percent, since more customer problems are now resolved by phone. In those instances where on-site service is indeed required, Carpigiani uses IP Office to automatically fax or email a work order to the appropriate service agent.

Avaya IP Office is helping Carpigiani make similar improvements for members of its remote sales team, who were formerly isolated from the company's communications network. Sales agents in Iowa, Rhode Island and North Carolina now use Avaya IP desk phones and PC-based Avaya Softphones to access the company network from any Internet connection - whether they are in their home office, a hotel room, at a customer location or a tradeshow. They can set up conferences on the fly, see who is in the office and available to talk, and can route calls to a cell phone when they are away from their desk. With an Avaya IP Office PhoneManager Pro application, they can even link incoming calls with Microsoft® Outlook® to generate "screen pops" with customer contact information.

"Moving to IP Office has definitely impacted my productivity and my ability to be responsive to customers," said Jerry Hoefer, a member of the Carpigiani sales team based in Davenport, Iowa. "I estimate I'm saving 30 minutes to an hour a day by working more efficiently."

About Avaya
Avaya Inc. designs, builds and manages communications networks for more than 1 million businesses worldwide, including 90 percent of the FORTUNE 500®. Focused on businesses large to small, Avaya is a world leader in secure and reliable Internet Protocol (IP) telephony systems and communications software applications and services.

Driving the convergence of voice and data communications with business applications - and distinguished by comprehensive worldwide services - Avaya helps customers leverage existing and new networks to achieve superior business results. For more information visit the Avaya Web site: http://www.avaya.com

About Convergent Technologies Inc.
Headquartered in Winston-Salem, N.C., Convergent Technologies Inc. is a Diamond-level Avaya BusinessPartner focused on helping companies get the most out of their investment in telecommunications and converged data networking. Convergent consultants have more than 100 years of experience in engineering voice, data and network solutions for small and medium sized businesses. For more information on Convergent Technologies Inc., visit www.convtec.com.

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